Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join:
The Quality Insights Analysts (QIA) will support the day to day activities of the CS Volume Tiers Quality program. The Analyst will lead by example and set the high bar standard for Quality across the QIA team and CS organization. This Analyst will report to the Quality Supervisor and will work to drive Quality initiatives for continuous improvement. The evaluations and reporting of transaction monitoring and root cause analysis data will be the responsibility of this Analyst along with making sure all assigned duties are completed by the deadline. The Quality Analyst is responsible for the collaboration across other CS teams as the Quality representative. The Difference You Will Make:
You will set the highest standards for the quality of work produced while holding yourself and others accountable. - You will objectively analyze performance and provide regular feedback. - You will need to maintain high levels of confidentiality while providing analysis and coaching. A Typical Day:
Complete quality evaluations, transaction monitoring and root cause analysis in line with agreed targets
Provide day to day support of the in the Quality program
Analyze, report and present findings from Quality transaction monitoring to inform organization how quality is being delivered on a program, region, or site level. - Design and lead deep dive projects to complete to help drive service improvements and manage through to dive completion. - Complete QI and ad hoc after action reviews
Leverage transaction monitoring insights to help drive customer service improvements through the development of targeted continuous improvement initiatives. - Participate and lead in region calibration sessions with Internal and Partner teams to drive consistent transaction monitoring and root cause analysis across the network, measure and drive adherence to our standards. - Observe and provide feedback on coaching effectiveness to Team Leads at both internal and partner sites to help drive a coaching culture at Airbnb. - Coach CS agents to the standards set by the Quality program
Represent Quality to other CS teams like OCM, BPI and Training as well as provide support for projects as needed
Demonstrate mastery of CS policies, procedures, and workflows; train updates in a timely manner to all in region QIA teams. - Provide recommendations on action plans to help drive improvement based on QA dashboard results. Your Expertise:
At least 3 years of experience in Quality domain with knowledge of Sql is a must. - Experience using NICE Quality Central software preferred
Customer Service Quality Assurance experience preferred
Working knowledge of contact center end to end processes
Successful mid year and annual reviews with a meets expectations rating or higher for the past two years
Working knowledge of customer service assessment tools, i.e., Net Promoter System
Working knowledge of google suite, including sheets, slides etc
Bachelor’s degree required
Work with Operations teams in the region to address escalated issues, dips in performance and the roll out of new Quality initiatives to drive performance. Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
